Shipping & Returns Policy

Stay Lost offers free shipping on most of our products unless stated otherwise at checkout. Shipping costs may vary from state to state.

Orders are generally shipped from one of our distribution centres and depending on the product, will be sent from either Melbourne or Perth the next working day after payment has been received.

Stay Lost works with multiple couriers to provide the most efficient delivery service with the most reasonable price and quickest service.

Australia Post

Items that weighs 22 kg or less will be dispatched with eParcel, which is Australia Post’s internet enabled freight system.

Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Australia Post’s online tracking tool.

When your order is dispatched, you will be sent a tracking number. 

Tracking

Please visit http://auspostcom.au/track/ and use the tracking number given to track your item.

Fastway Couriers

For items that weigh below 22kg with a lower cost than eParcel, the item/s will be dispatched with Fastway. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched. Fastway provides reliable courier distribution service across Australia. Their comprehensive fleet and professional team will ensure items delivered safely to your door.

Parcels dispatched with Fastway are collected from our premises on a daily basis. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process.

A non- PO Box address is required for Fastway’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.

Tracking

Please visit http://www.fastway.com.au and use the tracking number given to track your item.

Allied Express

Parcel that weighs over 22 kg will be dispatched with Allied Express. Allied Express is the largest, independently owned courier company in Australia with offices in all major mainland capitals.

Each parcel will carry a barcoded address label and you will be able to track you items through. Allied Express will contact you prior to delivery via SMS or phone number.

Tracking

Please visit http://alliedexpress.com.au/ and use the tracking number given to track your item.

Toll

Parcels that weigh less than 30kg can be dispatched with Toll. Toll is a major integrated logistics provider with an Asia Pacific focus. They provide safe, secure transport services.

Each parcel will carry a barcoded address label and you will be able to track you items through.

A non- PO Box address is required for Toll’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.

If the delivery is missed, you should receive a card with instructions on how to find your parcel. You can visit Toll website to arrange a re-delivery.

Tracking

Please visit https://www.tollgroup.com/tools/mytoll and use the tracking number given to track your item.

Sendle

Satchels ranging between 500g & 3kg may be shipped from our Perth distribution centre using Sendle.

Tracking

Every parcel sent using Sendle contains a unique tracking code.

To track your parcel simply head to the tracking page https://try.sendle.com/tracking and use the Sendle reference number that we will send to you once the package has been sent.

It looks a little something like this: S3NDL3R

Undeliverable Packages

In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email.

Inaccurate Address

If there are any address discrepancies with your order and the product is returned to us, a customer care team member will be in touch. A re-delivery cost will occur for any products that are returned to us.

Unsuccessful Delivery Attempt

If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick up your parcel at your local Post Office. 

If your item is delivered by Fastway or Allied Express, arrangement will be made in advance to ensure your item will arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.

Rejected By Receiver

If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent.

The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 10 business days, please contact our customer service team.

Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.

How long does it take to ship to our customers?

The estimated delivery time frames are:

From our Melbourne Distribution Centre

• VIC, approximately 3-5 business days
• NSW, SA, ACT, approximately 4-8 business days
• QLD, NT, WA and TAS, approximately 7-10 business days

From our Perth Distribution Centre

• WA, approximately 1-3 business days
• VIC, NSW, QLD approximately 6-10 business days
• ACT, approximately 7-11 business days
• TAS, approximately 8-10 business days
• NT, approximately 8-15+ business days

Deliveries to the NT will incur a higher shipping cost.

Note

• Delivery time only starts after your payments have been cleared and the item has been dispatched from our warehouse (usually 1 working day after receipt of cleared payment).
• We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.

Undeliverable Postcodes

Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details.

We try our best to include all the undeliverable postcodes on the list, however, there are still a few postcodes that are undeliverable to for some products. Orders with no shipment service will be cancelled and refunded automatically.

Please kindly contact us for more information if you need the item to be delivered to a remote area to ensure your order could be processed successfully.

State	Postcode	Suburb
SA	5701	WOOLUNDUNGA
WA	6740	DRYSDALE RIVER
WA	6740	MITCHELL PLATEAU
WA	6740	OOMBULGURRI
WA	6740	KALUMBURU
WA	6740	PRINCE REGENT RIVER
WA	6740	WYNDHAM
WA	6743	WARMUN
WA	6743	CAMBRIDGE GULF
WA	6743	LAKE ARGYLE
WA	6743	DURACK
WA	6743	GIBB
WA	6743	KUNUNURRA
TAS	7151	HEARD ISLAND
TAS	7151	DAVIS
TAS	7151	MAWSON
TAS	7151	MACQUARIE ISLAND
TAS	7151	MCDONALD ISLANDS
TAS	7151	CASEY

Bulky items

State	Postcodes
NT	0800-0999
NSW	2641,2717, 2831, 2898, 2899
QLD	4184, 4421, 4450-4499, 4680, 4700-4805, 4806-4899, 4900-4999 9920-9959, 9960-9999
SA	5701
TAS	7151
WA	6055, 6215-6699, 6700-6799

Warranty

Stay Lost offers a 5 year warranty on all products, unless stated otherwise.

This is seperate to our Money Back Guarantees and covers manufacturer damage or defects to the product.

You are required to notify Stay lost within 7 working days in the unlikely event that the item arrives damaged or faulty.

If a product is damaged or faulty on arrival please refer to our Returns Procedure below.

Stay Lost 4 Bike Carrier Money Back Guarantee

Stay Lost offers a full 30 day money back guarantee if you aren’t 100% satisfied with the performance of our 4 Bike Carrier.

We will only process a full refund if the following conditions are met:

• You provide us with a description of why you aren’t happy with the performance of our 4 Bike Carrier (including photos/videos where necessary) within 30 days of purchase.
• The bike carrier must not have any damage and be in perfect working order (Damages include but are not exclusive to dents, chips, scratches, broken parts, and/or any other imperfections caused by use etc).
• All items in the original box must be returned in perfect condition.
• Return shipping is paid for by the customer and not Stay Lost. Drop offs can be arranged for Perth customers.
• Your refund will be processed as soon as the product has been returned and we have cleared it for damages. If the product is damaged then we will not process the refund and return the product to you at your expense. (This can be avoided by sending us clear photos/videos and description before you return the item).
• Please do not attempt to return the item without our approval.

We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.

Please direct all money back guarantee enquiries to support@staylost.com.au

Stay Lost 7 Day Money Back Guarantee

Stay Lost offers a full 7 day money back guarantee if you aren’t 100% satisfied with the performance of our products (Excludes 4 Bike Carrier which has it’s own 30 Day Money Back Guarantee).

We will only process a full refund if the following conditions are met:

• You provide us with a description of why you aren’t happy with the performance of our product (including photos/videos where necessary) within 7 days of purchase.
• The liquid chalk bottles must be more than three quarters full.
• All items in the original package must be returned in perfect condition.
• Products must not have any damage and be in perfect working order (Damages include but are not exclusive to marks, chips, scratches, broken parts and/or any other imperfections caused by use).
• Return shipping is paid for by the customer and not Stay Lost. Drop offs can be arranged for Perth customers.
• Your refund will be processed as soon as the product has been returned and the refund requirements have been met. If the product doesn’t meet the requirements, it will be returned to you at your expense (This can be avoided by sending us clear photos and description before you return the item).
• Please do not attempt to return the item without our approval.

Please direct all money back guarantee enquiries to support@staylost.com.au

Returns Procedure

To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to describe the problem precisely, provide evidence to support your claim and state whether you are requesting a replacement, refund or credit.

In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

Please direct all refund/return enquiries to support@staylost.com.au

Refunds generally take up to 5-7 working days to process and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

Items WILL NOT be refunded under the following circumstances

• If products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Refused items will be posted back to you at your cost. 

We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.